Online Survey Available from Tuesday, Oct. 14 Through Sunday, Nov. 2
Takes an Average of 10-15 Minutes to Complete
Findings Will Help MTA Improve Service Throughout Network
Take the Fall 2025 Customer Counts Survey Here
The Metropolitan Transportation Authority (MTA) today announced the launch of its Fall 2025 Customers Count Survey for New York City Transit, Long Island Rail Road, Metro-North Railroad, and Access-A-Ride Paratransit customers. The results, expected in January 2026, will help identify priority issues for riders and give the MTA a better understanding of customer needs to make improvements across the system.
“This survey offers unique insights into how we can improve the customer experience,” said MTA Chief Customer Officer Shanifah Rieara. “Hearing from riders about what is working and what needs improvement will help us deliver even better service across the region.”
“Our customer feedback surveys are crucial to informing our improvement plans,” said MTA Chief of Strategic Initiatives Jon Kaufman. “Hearing from riders firsthand will allow us to improve the rider experience across subway, bus, paratransit and commuter railroads in a more precise, targeted way.”
Customers can take the survey online through Sunday, Nov. 2 by clicking here. It is available in nine languages with a telephone option for customers in need of assistance.
More than 94,000 subway, bus, commuter rail and paratransit customers participated in the Spring 2025 edition, which found satisfaction levels rose across all agencies. These increases were attributed to decreased wait times, faster and more reliable service, and riders feeling safer in the transit system. Notably, subway rider satisfaction rose to 57%, an eight-point increase from the Fall 2024 survey, and the highest level since the Customers Count survey began in the spring of 2022.
Additionally, Local, Limited and Select Bus customer satisfaction exceeded 60% for the first time since Spring 2023. LIRR customer satisfaction continued to increase significantly in Spring 2025, reaching 81% – a five-point increase from Fall 2024. Metro-North continues to be the highest-rated agency with 89% of customers reporting being very satisfied or satisfied – a 4% increase from Fall 2024. The April 2025 Access-A-Survey, conducted for the first time as a stand-alone survey in parallel to Customers Count, showed 79% satisfaction, a significant increase from past surveys.